September 2013 - otrs - OTRS mailing lists

Hide Survey Button from Agent interface
by Finetti, Stefano 18 Sep '13

18 Sep '13

Hi everyone, I just started to use the Survey addon for OTRS and I'noticed something that probably will prevent me to use it for a long time: it is , apparently, completely visible to agents. Since I'm using it to measure the customer satisfaction about agents' work... they should be the last ones to see WHO said WHAT about them... Actually, a normal user with no admin privileges can do any kind of modifications he (or she) desires on the survey I created, reading stats and even details on the answer. This is inacceptable for my needs, so I'd like to know, if possible: - am I wrong and there is the possibility to "hide" the survey button via config - having the survey so public is "as intended" and I should not expect to find a different solution (apart from scripting it by myself)? Thanks in advance for any answer Stefano -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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TicketSolutionResponseTime coming Negative
by Darshak Modi 16 Sep '13

16 Sep '13

Hi, I am creating a report for average solution time for the ticket , using TicketSolutionResponseTime. I think not proper. But still If I run, it gives me -ve values. Any suggestion, how to get average ticket solution time for agent/queue ?

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Sub-sorting tickets in Dashboard view
by Stanford, Philip N. 13 Sep '13

13 Sep '13

Hi, in the sections of the Dashboard view, it's possible to change the SortBy attribute by using the Sysconfig Ticket -> Frontend::Agent::Dashboard options page for the relevant Dashboard section. For example you can specify 'SortBy=Age' or 'SortBy=Priority'. I am wondering if it's possible to choose a sub-sorting option, so for example you'd sort first by priority, then by age within a priority. This is hinted at as a possibility in the Kernel/System/TicketSearch.pm module: # OrderBy and SortBy (optional) OrderBy => 'Down', # Down|Up SortBy => 'Age', # Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock # Changed|Title|Service|SLA|PendingTime|EscalationTime # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime # DynamicField_FieldNameX # OrderBy and SortBy as ARRAY for sub sorting (optional) OrderBy => ['Down', 'Up'], SortBy => ['Priority', 'Age'], I have tried putting 'SortBy=Priority,Age' in the Sysconfig screen above but then I get no tickets returned in that Dashboard section. Either I've got the syntax wrong or else maybe sub-sorting in Dashboard view isn't possible? Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system.

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Command-line script for adding Customer users to groups?
by Stanford, Philip N. 12 Sep '13

12 Sep '13

Hi, Does anyone have a script for adding Customer users to groups? We have a large number of customers and want to add sub-sets of these to a number of groups. I've tried modifying the script otrs.AddUser2Group.pl (which adds Agents to groups) without success - probably not surprisingly since I have only a limited acquaintance with PERL and the OTRS programming model. All I'm after is something that works in a similar manner to the supplied script below, and will add a single customer to a group, with permissions: # ./otrs.AddUser2Group.pl Usage: ./otrs.AddUser2Group.pl -g groupname -u username -p ro|rw Suggestions very welcome. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system.

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Newbie question: if a module require OTRS HD 3.1 can be used with OTRS HD 3.2
by Robson Kobayashi - TRE/MS 12 Sep '13

12 Sep '13

Hi, Module Support-1.3.2.opm (requires OTRS Help Desk 3.1) Module FAQ-2.2.3.opm (requires OTRS Help Desk 3.2.4) It's possible to install module Support on OTRS Help Desk 3.2 or I need to use OTRS Help Desk 3.1 (with FAQ 2.1.4)??? Thanks in advance  Atenciosamente: Robson Massaki Kobayashi SSOP/COINF/STI - TRE/MS Horário de expediente: seg-sex, 12 às 18h Fones: (67)2107-7121 ou (67)3326-5428

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OTRS Auto Increment Ticket Number Issue
by adhi wibowo 11 Sep '13

11 Sep '13

Hi All, I have this issue about OTRS Auto Increment Ticket after I add the following code: #create string my $str = 'IM'; # get current time my ( $Sec, $Min, $Hour, $Day, $Month, $Year ) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Self->{TimeObject}->SystemTime(), ); # read count my $Count = 0; if ( -f $CounterLog ) { my $ContentSCALARRef = $Self->{MainObject}->FileRead( Location => $CounterLog, ); if ( $ContentSCALARRef && ${$ContentSCALARRef} ) { ($Count) = split( /;/, ${$ContentSCALARRef} ); # just debug if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Read counter from $CounterLog: $Count", ); } } } # count auto increment ($Count++) $Count++; $Count = $Count + $JumpCounter; # write new count my $Write = $Self->{MainObject}->FileWrite( Location => $CounterLog, Content => \$Count, ); if ($Write) { if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Write counter: $Count", ); } } # create new ticket number my $Tn = $str . $Year . $Month . $Day . $Count; # Check ticket number. If exists generate new one! if ( $Self->TicketCheckNumber( Tn => $Tn ) ) { $Self->{LoopProtectionCounter}++; if ( $Self->{LoopProtectionCounter} >= 16000 ) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!" . " Stopped TicketCreateNumber()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating a new one.", ); $Tn = $Self->TicketCreateNumber( $Self->{LoopProtectionCounter} ); } return $Tn; } However, some results have shown that ticket numbers sometimes skipped such as the following: id tn 45478 IM2013090981835 45479 IM2013090981840 45480 IM2013090981841 45481 IM2013090981843 45482 IM2013090981844 45483 IM2013090981845 although the id seems to be in order, can anyone give me an insight on how could this happen? I think it's related to the number of concurrent process accessing CounterLog that led the application to confusion. Any Ideas to solve this? or Has anyone experienced the same issue? Regards, Adhi -- adhi wibowo about.me/adhi.wibowo M: +62811102775 H: +62217238057

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Integration of OTRS and SQL-Ledger
by wielbert 07 Sep '13

07 Sep '13

Hi Team, We would need help on integration of OTRS to SQL-Ledger. This requirement is for a new client who needs OTRS to be integrated with SQL-Ledger. Any inputs on integration of OTRS to SQL-Ledger would be much appreciated. Regards, Wielbert Collinson

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Show Customer Name and Number in Search Result and Dashboard
by ml ml 06 Sep '13

06 Sep '13

Hello List, we are running OTRS 3.1.10 and i was wondering if the Customer Name and Number shows up in Search Result and Dashboard in OTRS 3.2? I also tried to patch it myself: http://forums.otterhub.org/viewtopic.php?f=62&t=16012 my %UserData = $Self->{CustomerUserObject}->CustomerUserDataGet( User => $ListKey ); my %CompanyData = $Self->{CustomerCompanyObject}->CustomerCompanyGet( CustomerID => $UserData{CustomerID}); %UserData{ keys %CompanyData } = values %CompanyData; But i am getting: [Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid OrderBy (UP)! Thanks, Mario

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commanline for Change
by haynes.davis＠accenture.com 04 Sep '13

04 Sep '13

Hi, Is there any commandline tools to work with change management, like otrs.CreateTicket.pl or genericagent? regards, Haynes Davis ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

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question about ticketupdate
by Rene Stoutjesdijk 02 Sep '13

02 Sep '13

we're running happily the api calls for ticketcreate. now we also would like to close the ticket via an api call. I do get the impression that we've to do this via the webservices and then the TicketUpdate. We're doing a ticketupdate with state closed and the ticketnumumber included, but keep getting a message back that the ticketid or ticketnumber is missing. Please see snapshot below from the debugger of the webservice I can't see what's wrong (as the ticketnumbver is included). Any help is appreciated: snapshot: Received data by provider from remote system (2013-08-30 21:35:36, debug) root@localhost otrsXXXXXXXX closed 2013083010269 <http://10.50.240.8/otrs/index.pl#> Detected operation 'TicketUpdate' (2013-08-30 21:35:36, debug) No data provided <http://10.50.240.8/otrs/index.pl#> Incoming data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Article' => '', 'Password' => 'otrsXXXXXXXXXX', 'Ticket' => { 'State' => 'closed', 'TicketNumber' => '2013083010269' }, 'UserLogin' => 'root@localhost' }; <http://10.50.240.8/otrs/index.pl#> TicketUpdate.MissingParameter (2013-08-30 21:35:36, error) TicketUpdate: TicketID or TicketNumber is required! <http://10.50.240.8/otrs/index.pl#> Outgoing data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Error' => { 'ErrorCode' => 'TicketUpdate.MissingParameter', 'ErrorMessage' => 'TicketUpdate: TicketID or TicketNumber is required!' } }; <http://10.50.240.8/otrs/index.pl#> Returning provider data to remote system (HTTP Code: 200) (2013-08-30 21:35:36, debug) TicketUpdate.MissingParameter

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